Onboarding Guide (Patient Enrollment)

About the role

You're the first voice a family hears from Hera. When a doctor refers a family—cautiously optimistic but overwhelmed—you help them understand how Hera competently cares for their parents. You walk them through every step of getting started and hand them off to their Hero feeling confident, heard, and ready. You're part closer, part concierge, part care coordinator, making the path so clear and the experience so easy that saying yes feels obvious.

This role sits at the intersection of relationship-building and operations. You're selling something families genuinely need, removing every obstacle between a referral and a first appointment—whether it's missing paperwork, skeptical adult children, or a patient who's never used a computer.

Responsibilities

• Convert referrals into active clients by helping families understand what Hera is and how we can be valuable in their care journey.
• Guide families through the onboarding process—paperwork, documentation, insurance verification, scheduling—so nothing stalls.
• Coordinate between families and Hera's care team to ensure a clean handoff to their matched Hero.
• Help families navigate technology: uploading documents, joining telehealth appointments, signing e-forms.
• Spot friction in the intake process and fix it—not just for one family, but for every family after them.
• Collaborate with our engineering team to streamline workflows and scale how many families we can onboard without sacrificing quality.

Requirements

• Have a background in healthcare sales, care coordination, or customer success—especially with older adults or their families.
• Are warm on the phone and sharp on the follow-through. Families trust you quickly and nothing falls through the cracks.
• Think "how do I get this from 2 hours to 15 minutes" without cutting corners.
• Hold yourself to a high bar: done right, not just done.
• Are tech-savvy and energized by fast-moving environments where the playbook is still being written.

Pay

$25–30/hour base + enrollment bonuses (top performers earn $40–50/hour).

Schedule

1099 flexibility, 30–40 hrs/week in business hours EST (you set your schedule). Remote—must be located in the United States.